Remote Customer Success Supervisor

Why we’re looking for you

We’re a SaaS company specializing in helping Shopify/Ecommerce Brand Build & Customize Website for higher conversion. As our customer base grows in North and South America, we’re looking for a Customer Success Supervisor to lead our night shift team (9:00 PM - 6:00 AM GMT+7).

Join us to work with global customers and build a proud, customer-centric team delivering top-notch service from Vietnam. You’ll need solid SaaS support experience, a tech-savvy mindset, proven team management skills, and excellent English (IELTS 7.0+ or equivalent). Let’s create outstanding customer experiences together!

You’ll do

1. Top 3 Priority:

- Manage and oversee the performance of the Customer Success team (10-15 members), ensuring KPIs such as response time, service quality, ticket volume, and positive reviews are consistently met or exceeded.

- Actively participate in recruitment, and onboarding processes, including training new team members on workflows, product knowledge, and customer success skills.

- Provide hands-on support for customer interactions, especially handling complex or escalated cases to ensure timely and effective resolutions.

2. Other activities:

- Collaborate with other teams (product, marketing team) to improve processes, share customer insights, and contribute to product development by relaying feedback from users.

- Monitor team progress, provide coaching and mentorship, and foster a positive, high-performing team culture.

- Continuously improve customer service standards and ensure alignment with company goals and values.

You have

- Bachelor's degree in Business, Communications or a related field.

Proven experience in customer success or support roles, preferably in SaaS or technology-driven environments.

- Strong leadership skills with a track record of managing and training teams of 10-15 members.

- Excellent English communication skills (IELTS 7.0+ or equivalent) with the ability to coach and train effectively.

- Solid understanding of customer service best practices, especially for SaaS products, and a customer-first mindset.

- Analytical skills to track KPIs and develop strategies to improve team performance.

- Problem-solving abilities to handle challenging customer cases with professionalism and efficiency.

- Flexibility to work during night shifts (9:00 PM - 6:00 AM GMT+7)

We offer

- Salary: Upto $1500

- Work with top-class partners in the IT industry

- Opportunity to grow our products in global markets, and expand to several branches throughout the countries.

- Performance review and competency evaluation: twice per year.

- Lunch meal + Parking fees provided.

- Annual performance bonus & 13th – month salary: up to 3-month salary (based on your devotion and business efficiency)

- Holiday bonus & Company trip

- Annual leaves: 12 days per year

- Treatment: annual health check-up at top clinic in VN, weekly shoulder massage treatment, monthly team bonding, annual company trip,…

- Training program: 100% product training and other training program according to the Company’s policy

Why you’ll love working here

- Dynamic Growth Environment: Be part of a fast-growing company shaping the future of global e-commerce and SaaS innovation.

Impactful Work: Take on meaningful challenges and drive real results in a role that directly contributes to the company’s success.

- Collaborative Culture: Work alongside passionate, talented colleagues in a supportive and energetic team environment.

- Professional Development: Access training programs, mentorship, and opportunities to grow your career in marketing and beyond.

- Professional and creative office environment.